Pickup and use of the truck was easy enough. I had ordered a dolley to be included and it wasn’t. I still haven’t heard back from customer service about a refund since we didn’t receive a dolley (submitted picture proof) which made our move significantly harder. Went online to my account to figure out how to return the truck since I wasn’t given any instructions and I was shown 4 steps when I clicked on “return my truck”. 1- park the truck, 2- remove any personal belongings, 3- check fuel, 4- drop keys in drop box. I thought this was odd since it was during business hours when I was dropping the truck off but since I didn’t speak to anyone when I picked it up early in the morning I figured this was just the way the store operated since the front of the building is labeled as furniture brat and not specifically uhaul. Dropped the truck off an hour early following the exact instructions I was provided on the website through my account login. Later in the day I get a call from an employee wondering why I’m 2 hours late for dropping the truck off. I tried to explain I had dropped it off earlier and dropped the keys in the key box. He then berates me for not coming inside to talk to someone to check back in the truck, all while I’m trying to explain what happened. He continues to cut me off and not let me explain. He says the return instructions are on the app and when I try to say I don’t have the app I used the website which has never been a problem for me in the past, he cuts me off AGAIN. He also said I parked in front of the stores trash cans which would be a $250 fine if it was trash day. What I wasn’t able to explain due to him cutting me off again was that I parked the truck exactly where I found it earlier that morning and that all arrows on the street indicating “equipment return” pointed to the area I parked the truck. If there was better signage or instructions this whole thing could have been avoided on my end. As someone who has worked in customer service for many years I would never speak to a customer the way the employee spoke to me. I never raised my voice with him or got agitated, yet he continued to be aggressive with me. I will not be using this location ever again and I hope I hear back from customer service soon for a refund on the dolley I was charged for and not provided.
Morgan P
Furniture Brat
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Gilbert, AZ 85297
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- 4.5 Average Customer Rating
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They were great, having to go to 4 other locations first to be told the trailer wasn't here was very annoying
TRAVIS BI had a reservation at 797 E Ray Rd initially. I showed up at 7:15 am just for them to tell me there was no truck available for me. Then they had to call and ask where I should go. That is very frustrating to show up the day of just to cancel and tell me to go somewhere else. That should have been done prior to me showing up. I had 8 people show up to my house to help me move and I was 20 minutes late bc I had to drive to a different location the morning of. That’s unacceptable and I’ll probably look into other moving trucks next time, because wtf
Jack HMark and his team were a pleasure to do business with. Very straight forward and friendly.
DENORIO MGreat service and even greater people that wrk there .. thank you!!
LINDA D